Senior Technical Support Engineer

hace 1 semana

Monterrey, Nuevo León, México Palo Alto Networks, Inc. A tiempo completo
About the Role

We are seeking a highly skilled Cybersecurity Support Engineer to join our team at Palo Alto Networks, Inc. As a key member of our technical support team, you will play a critical role in ensuring the success of our customers by providing expert technical support and guidance.

Key Responsibilities
  • Provide Technical Support: Offer post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via various channels.
  • Remote Support: Provide remote support, deployment, and knowledge transfer to customers.
  • Case Management: Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
  • Root Cause Analysis: Use fault isolation and root cause analysis skills to diagnose and tackle complex technical issues.
  • Issue Reproduction: Work to reproduce customer issues and qualify critical issues.
  • Documentation: Publish Technical Support Bulletins and other user documentation in the Knowledge Base.
  • Customer Experience: Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing teams.
  • Documentation Review: Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
  • Travel: Travel may be required to customer sites in the event of a critical situation to expedite resolution.
Requirements
  • Education: BS/MS or equivalent experience or equivalent military experience required.
  • Experience: 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience.
  • Certifications: Advanced certifications such as CCIE/JNCIE/CISSP are an advantage.
  • Communication Skills: Excellent written and spoken communication skills, strength with establishing relationships.
  • Problem-Solving Skills: Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required.
  • Interpersonal Skills: Excellent interpersonal skills and the ability to work well independently and in a team.
  • Self-Discipline: Self-disciplined, self-managed, self-motivated, and strong sense of ownership, urgency, and drive.
  • Learning Ability: Passionate to learn, understand, and dissect new technology stack quickly on own.
  • Project Management Skills: Strong project management, time management, and organizational skills.
  • Analytical Skills: Strong analytical skills for interpreting business requirements and translating them into technical specifications.
  • Networking Knowledge: Profound knowledge in networking protocols such as TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIP.
  • Security Knowledge: Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including VLANs, VLAN aggregation.
  • Security Experience: Experience with security (IPSEC, SSL-VPN, NAT, GRE).
  • Vendor Experience: Prior experience in similar vendor Technical Support Centers.
  • Authentication Experience: Experience with Authentication Protocols a plus (Radius / TACACS).
  • Firewall Experience: Strong history of deploying, maintaining, and troubleshooting multi-vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments - PANW firewalls and VM-Series - A plus.
  • Problem-Solving Skills: Excellent problem-solving, critical thinking, communication, and teamwork skills.
  • Articulation Skills: Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business.
About the Team

Our technical support team is essential to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign – it just evolves. Our technical team provides the behind-the-scenes support to meet our customer's needs.

About Us

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, gender identity or expression, genetic information, marital status, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

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